Responsibilities will include level three inquiries, research requests, issues, and escalations from BBVA Compass enterprise wide business partners for Engineering Operations. Will use established tools to collect, track, trend, and analyze data. Will answer phone calls (internal & external) and provide high level of customer service. Will work emails, tickets and inquiries received over the phone. Will receive escalations from different areas of the bank and must display a calm and professional behavior. Will work closely with Engineering Operational areas to assist internal business partners. Work with different areas for in depth review of analytics. Establish benchmarking for department inquiries and provide month to month comparisons. feedback on Engineering Operations’ performance. Identify process improvement opportunities based on feedback and analytical data to create process improvement. Maintain constant and open communication to keep business partners apprised of issue status and long term resolutions. Cohesively meet and work with Customer Service, Social Media Team, One Team, and Client Care Unit for collaborative efforts in reviewing talking points/scripts and processes to assist customer care units in improving client experience. Team member will work independently or as part of a team. Will interact with business partners via phone and email, so great grammar and verbal skills are required.